Signet Jewelers

Initial Business Response /* (1000, 10, 2015/10/27) */
October 27,
Dear Mr***:
We appreciate the opportunity to respond to your concerns regarding the repair of your wife's ring and our Twelve Month Mounting Guarantee
We would first like to clarify the mounting guarantee
warranties the mounting for your diamond, emerald, ruby or sapphire against all defects in material or workmanship for twelve months from the date of purchaseWe will repair or replace your mounting without charge if any defects are found during this periodYour ring was evaluated by our jewelers and they found no material defect or workmanship issues to qualify for repair or replacement under the mounting guaranteePlease understand that gold is a soft metalProngs can loosen and snag during wear, which can cause diamonds to fall out
We recognize the importance of your wedding jewelry to you and understand your frustration when problems ariseThe *** Mall store's general manager has informed us that he arranged with your wife to replace the three missing diamonds, set the diamonds, and tighten the prongs for $As a gesture of good will, we are mailing a Kay Jewelers gift card for $or the price of the Extended Service Plan (ESP) on the ring, which will cover repairs on the metal portions of the ring in the future that can become needed due to wear and tearWe would like to clarify that ESP does not replace lost or damaged diamondsThe Diamond Guarantee will cover lost or damage diamonds provided documented inspections occur every six monthsYou can use the gift card for the $repair fee or to purchase the ESP
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 7, 2016/06/15) */
June 15,
Dear Ms***:
We appreciate the opportunity to respond to your concerns regarding the service you received from our *** storeWe forwarded your service concerns to the district manager over the storeHe will
investigate further and take the remedial action needed to prevent a reoccurrence
We would first like to assure you that we are aware of the allegations you found onlineOur company manages more than million service and repair transactions each year and we take great pride in the trust our guests place in us with caring for their jewelryWe strongly object to recent allegations on social media, republished and grossly amplified, that our Team Members systematically mishandle customers' jewelry repairs or engage in "diamond swapping." Any incidents of misconduct, which are exceedingly rare, are dealt with swiftly and appropriately
While we make every effort to protect our guests jewelry during the repair process; unfortunately, human error can occurWe do recognize the importance of your wedding jewelry and understand your distress with the problems that have occurredAccording to our records, we have committed to replacing the diamond with a Leo diamond of matching size to the other diamonds in your engagement ring's haloRecently, you brought your ring to our LeRoy's store to have the diamonds measured to ensure the correct size diamond is locatedA suitable diamond will be provided as quickly as we can
If you do still wish to return your rings' Extended Service Plans, please stop by the store nearest you with your receiptsWe would wish to clarify that if you chose to return the service plan, you would not be able to purchase them again later
We apologize for your frustration and any inconvenience you experienced in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/06/19) */
June 19,
Dear *** ***:
Thank you for contacting us with your concerns regarding the return of your watchWe would like to clarify that we have a thirty day watch return period provided the watch is in a new and unworn
conditionWe do not exclude watches that have had links removed by our store associates from being returned if they are returned with the links and paperwork for the watch
The management at the *** *** *** store was not aware of the incident you described and would like a chance to evaluate your watch for a returnIf the watch has no wear signs, we can offer a returnPlease bring your watch, receipt, and a copy of this letter to the *** *** *** store by June 29, to take advantage of this offerIf you or the store associates have any questions, please contact the Customer Care Department with file number ***
We apologize for any inconvenience you experienced in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a full refund.Thank you Revdex.com

I am rejecting this response because: These were not requested repairs and there was no request for the store to fix diamonds since these rings were new. The reason that the $was returned was that the rings were brought in for inspection and the repair shop removed the bumps and put acid on the rings. It diminished both rings significantly in weight. I spoke to the manager personally and asked for a full refund then and he said no and that I had the rings for such a short time that he could not use the warranty to add a shank. He finally put them back in the shop after viewing my receipt and seeing that it did not ask for repairs and viewing the version written up by the sales rep where she had put someone else's request on my receipt inadvertently. The salesperson was reprimanded and the manager apologized and said the best he could do was add a shank and return the $for the bumps. He then took my copy of the receipt, which again is different than what the salesperson wrote up. Second, they have had to continue to dip this in gold again because they ruined the color with the acid and they also removed all of the diamond cuts from the rings. The rings were put back in again and they still could not get them back to its original state. None of these things were requested In the meantime, we've purchased other rings since we've been going through this for the past year. We've also consistently asked for a refund for the past year and now conveniently, they say the person is no longer working there to prove this. We asked for this refund right after purchasing them and have continued to ask for a refund at every turn I will request that Jared pulls the store cameras from the day the Shank was requested by him (it's in his hand writing) and watch the store manager destroying the documents showing that his team was at faultThose documents prove that the documents in the system are falsified. I am requesting a full and immediate refund of the full sales price, service warranties and taxes which is over $6,000. Asking us to make an exchange when we've already purchased other rings is not acceptable. This is not a small purchase and we have no additional needs for jewelry. We are not going to be forced into buying $6,worth of jewelry for the 3rd time.A rep and the surrounding team first chose to commit fraud against us so that they could keep their commission instead of returning our money right away. The *** *** Store has systematically destroyed our rings over a long period of time and continue to try to put it back together again, we did not use this jewelry. The manager admits this. He also destroyed documentation which I want reviewed by the cameras since this shows the systematic coverup for what was doneIn July I was promised a refund by the store assistant manager as well as the sales rep Chris J. Now Jared is retracting their promises and their apologies for what they've admittedly done wrong. I want a full refund. -***

January 13, Dear Ms***: Thank you for contacting us again with your online order refund concern Merchandise on our website is removed once it is out of stockHowever, due to the amount of traffic on our website during the holidays, it is possible that the
ring you selected was sold out before your order was completeWe regret your frustration in this matter We were unable to locate an online order under your name and addressIf you have not yet received your refund, please respond back with your order number and the name used for the order We apologize for your dissatisfaction in this matter Sincerely, Vicki CResolution Specialist cc: Revdex.com

August 7, Revdex.com ID: *** Dear Mr*** We appreciate the opportunity to respond to your concerns regarding your credit account and the service you received from our companyWe located the credit account to which you refer in your complaint, and we
confirmed that the name on our account is associated with the name under which you submitted your complaint We are sorry to hear about the circumstances of your missed payments and that our representative did not provide you with quality serviceWe have forwarded your service complaint to management of the Customer Care DepartmentThey will review the recorded phone conversation and address your concerns with the representative involved We are obligated by the Fair Credit Reporting Act to accurately report your account history to all credit bureausWe do not make good will adjustments or alter the information we are reporting unless it contains an errorBecause we are reporting accurate information, we cannot honor your request to change your payment history We apologize for your dissatisfaction in this matter. Sincerely, Vicki C Resolution Specialist

May 16, *** *** *** *** *** *** ** *** Dear Mr*** We appreciate the opportunity to respond to your concerns regarding your Diamond Guarantee and the service you received from our companyYour service concerns have been forwarded to the District
Manager responsible for the Meadowbrook storeHe will investigate and address your concerns further with those involved We would first like to clarify the terms of our Diamond GuaranteeOur Diamond Guarantee is a complimentary warranty we give all our customers who purchase jewelry with diamonds from our companyThis warranty replaces diamonds if they become damaged or missing from the mounting and requires documented inspections every six months to remain valid. The purpose of the inspections is to prevent the loss of a diamond, which is to our mutual benefitIf the inspections are not completed or documented, the Guarantee becomes null and void Our store team members clean and look at our guests’ jewelry all day long whether it was purchased with our company or notIf you did not bring your Diamond Guarantee paperwork to our store and requested an inspection for your Diamond Guarantee, our store may not have realized the purpose of your visit to our storeWe regret if this occurred and your inspection was not documented According to our records, your last inspection was documented in which is why your previous lost diamond in was covered under warranty free of chargeWhile we have no record of an inspection after 2014, as a gesture of good will we are mailing a $Kay Jewelers gift card that you can use toward the repair fee to replace diamond Once your diamond is replaced through our company, your Diamond Guarantee will be reinstatedIf you need additional warranty papers to take with you to our store when you visit us for your inspection, please let our store team members know We apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI also would like to be informed of the outcome a resolution from their investigation

January 20, Dear Mr***: Thank you for contacting us again with your additional questionWe have attached a copy of your billing statementYour monthly minimum payment is $ We hope this answers your question and we apologize for any continuing dissatisfaction Sincerely, Vicki CResolution Specialist

November 8, Dear Ms***: We appreciate the opportunity to respond to your concerns with your ring and the service you received from our companyWe have forwarded your service concerns to district manager over the storeHe will investigate and take any remedial action needed with
those involved to prevent a reoccurrence We recognize the importance of your wedding ring to you and can understand your distress with the events described in your complaintAccording to our records, you and your fiancé are working to resolve your complaint with our Customer Care DepartmentWe have arranged for you to work with a different Kay Jewelers store to exchange your ringIn addition, credit in the amount of two monthly payment has been credited to your fiancé’s account and $in fiancé fees have been rebated As our case specialist has explained to you and your fiancé, the purchase is beyond our return period and we do not make exceptions to our return policy in circumstances such as the ones you have describedWe apologize for your frustration and the inconvenience you have experienced in this matter Sincerely, Vicki CResolution Specialist cc: Revdex.com

March 1, *** *** *** *** ** ** *** ** *** Dear Ms*** Thank you for contacting us with your additional concernsWe have attached a copy of our Battery Replacement Plan’s brochureThe plan does not promise in-store battery changes and states additional fees may occurWe regret if the plan was represented to you differently We were unable to locate the number of battery replacement plans under your name that you state you have purchasedHowever, it is possible they are unable a different name or address, and therefore, we were unable to locate them with the information provided Although we do not wish to lose you as a customer, we are unable to guarantee in-store service for battery replacement, especially for water resistant timepieces which as we have explained need special tools not available in our storesWe will authorized a return of the battery replacement plans you have purchasedPlease bring a copy of this response and your receipts showing your purchase of the plans to one of our stores for serviceDue to the age of the plans, our store associates will require calling the corporate office for a special code to process the transactionThey can obtain the code by calling the Customer Care Department with file number *** If you no longer have copies of the receipts for the battery replacement plans you have purchased, you can obtain copies online on our website at https://www.kay.com/webapp/wcs/stores/servlet/ProofOfPurchaseView?catalogId=1000...⇄ We apologize for your continuing dissatisfaction in this matter. Sincerely, Vicki CResolution Specialist cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/04/14) */
April 14,
*** ***
***
Dear Ms***:
We appreciate the opportunity to respond to your concerns with the service you received from our companyBecause your ring was not
originally purchased with our company, we would need a certified appraisal that shows your ring had a rare cut of diamond before the repair in February If you could also supply a second appraisal showing the cut of the diamond currently in your ring, this would also be helpful
If you could please attach a copy of an appraisal, we will be able to investigate your concernsThank you for your assistance
Sincerely,
Vicki C***
Resolution Specialist
cc: Revdex.com

August 5,
Dear Mrs
***:
Thank you for contacting us again regarding the reporting of your
credit account
We would like to clarify information provided in our previous response
Your $minimum monthly payments are due by the 11th of each
monthWe did not receive your June or July payments by their due dates,
which is why the negative information was reported to the credit bureausAttached
is an account history for your review.
As previously stated, we are
obligated by the Fair Credit Reporting Act to accurately report your account
history with us to all credit bureausOur records indicate the information we
are reporting is accurate; therefore, we are unable to honor your request to
remove the negative information from your credit fileHowever, we have taken
steps to have the “disputed” notation added to our trade line on your credit
reportIn addition, your husband, *** ***, was removed as an authorized
user on the account on July 18, as requestedSo you are aware, this will
terminate the reporting of our trade line on his credit report
If
you have any other questions regarding your credit account, please contact us at
1-***
We
apologize for your dissatisfaction in this matter
Sincerely,
Shawn
C
Resolution Specialist

I am rejecting this response because:Our request for refund was made the day we brought the ring in for repair.that was still within your return policy periodYour employee denied our request because he didn't want to take a loss for the store that day.its bad business that you're promoting

July 15,
Dear Mr***:
We appreciate the opportunity to respond to your concerns with our companyWhile we located your purchase receipt, we were unable to locate repair work under your nameIf you could please provide the name as it appears on your repair ticket or the repair job
number, we will be happy to research further
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/02/15) */
February 15,
Dear Ms***:
We appreciate the opportunity to respond to your concerns regarding your braceletWe located the credit account used to purchase the bracelet, and we confirmed that the name on our account is associated
with the name under which you submitted your complaint
According to our records, your bracelet was purchased on October 17, We would like to clarify the terms and the coverage our warranties provide
Our Diamond Guarantee is a complimentary warranty we give all our customers who purchase jewelry with diamondsThis warranty replaces the diamonds if they become chipped or missing from the mounting and requires documented inspections every six months to remain validThe purpose of the inspections is to prevent the loss of a diamond, which is to our mutual benefitIf the inspections are not completed, the Guarantee becomes null and void
The Extended Service Plan (ESP) will cover any covered repairs to the metal portions of the ring needed due to wear and tear, up to the amount of the purchase price
Neither plan covers lost merchandiseTherefore, we cannot honor your request for a replacement bracelet or a refundWe apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No business specifically a jeweler should not be allowed to sell a product with a warranty option that does not cover lost, stolen, or damaged merchandiseThis is and should be considered a dishonorable deceptive practice
Final Business Response /* (4000, 9, 2016/02/25) */
February 25,
Dear Ms***:
Thank you for contacting us again regarding your braceletAs previously stated, we do offer a warranty that covers the repair of damage merchandise and lost diamonds missing from their settingsWe do not offer coverage for lost or stolen merchandiseIf you have not yet checked with your homeowner's or renter's insurance yet, they may offer coverage depending upon your insurance company
We apologize for your continuing dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

.November 10, 2016 Dear Ms***: Thank you for contacting us again with your concernsAs we previously stated, we received the dispute from your bank on May 6, and processed the refund on May 10, for the difference of your February transactionWe had not received a dispute or call about the payment prior to this dateTherefore, our turnaround time in the situation was four daysWe are sorry that your bank had problems getting the refund to your account but this was not our company’s error As for your March payment, if we receive a dispute from your bank, we will process it accordinglyHowever, your bank has stated they will not process a disputeWe are unable to process a dispute through our company for the March payment because your July contact with our company was over the day time frame we set for disputesFor these reasons, no refund will be processed Again, if something has changed in respect to your ability to pay the account as agreed, please contact 1-800-366-for assistanceWe apologize for your continuing dissatisfaction in this matter Sincerely, Vicki C.Resolution Specialist

Initial Business Response /* (1000, 5, 2015/06/24) */
June 24,
D*** C***
***
***
Dear MsC***,
Thank you for contacting us with your concerns about your watch and the service you received at the University Square Mall storeWe have
forwarded your service complaints to the district manager over the storeShe will investigate and take any remedial action needed in order to prevent a reoccurrence
We investigated your complaints regarding your watch and would like to clarify that due to the length of time that has passed since the watch was purchased, we cannot explain why you received the watch in an eco-drive boxThe watch is a Citizen but it is battery poweredWe regret any confusion that occurred over the watch being in the wrong box
Our records indicate that a member of our Customer Care Team has reached out to you regarding the letter you sentAccording to her research, the watch you received is your original watchHowever, our investigation has not been unable to explain why the watch band appears in the condition you have describedAs stated on our repair tickets, if an item is lost or damaged, we will replace with like or similar merchandise of the listed valueTherefore, we would like to offer the following resolution
We will exchange your watch at the purchase price along with the battery replacement plan for a new watchWe are also mailing a gift card for the $you paid to have the watch repairedThis gift card can be used toward the exchangeThe total exchange value including sales tax is $This would be within the range for a Citizen Eco Drive watch if you are interested in selecting this is the type of watch
Please take a copy of this letter to the Kay Jewelers store of your choice along with the watch when you are ready to process the exchangeIf you have copies of the purchase receipt and the Lifetime Battery Replacement Plan receipt, please bring them with youHowever, if you do not, we have them on filePlease ask the store associates to call the Customer Care Department with file number *** for assistance
We apologize for your frustration in this matter and hope that this resolution will allow you to look upon our company favorably again
Sincerely,
V*** C***
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
See Attached
V*** C***, Resolution Specialist
Sterling Jewelers
Ghent Road
Akron, OH 44333-
Dear MsC***:
As you know, my watch was a Citizen Gold tone Mother-of-Pearl, when I checked your website all those watches are above $250, and there was no comparable replacementSince there is no replacement, I feel we can resolve this issue if your company will agree to substitute one of these watches without charging me any additional cost (they are as follows):
a) Women's Citizens Open Hearts watch item # FE2034-53D stock #
b) Bulova Crystal Watch Collection 98L204, stock #
I will agree to accept the VISA gift card for the repair cost that I incurred, otherwise I will insist that the charge be returned to my Citi card companyI will not endure the inconvenience of traveling back and forth to your store when this can be done via phoneReiterating that I will drop-off all the original paperwork with the watch in original packaging and pithe new watch in the original packaging
MsC***, I assure you that if this is my original watch then your company is selling refurbish watches and repackaging and selling as newYour employee packaged my watch in an Eco-Drive box (by mistake or intentionally), wrapped in gold paper with a gold bow, who sold it to your Loyal Customer, who gave it to meI wore it for a year thinking it had eeo-drive technology to find out it didn'tThe watch that was sent to me after repair is not mineI am willing to resolve this issue with a replacement watch, as indicated above, without any additional cost of tax, S&H etc
Thank you for your time and immediate attention to this matter by responding no later than August
Cc: Revdex.com of Akron
Final Business Response /* (4000, 14, 2015/07/28) */
July 28,
D*** C***
***
***
Dear MsC***,
Thank you for contacting us again regarding your watchWe received your letter dated July 16, and a note dated July 22, We received your concerns found in both and we would like to clarify the following
" It is our procedure to replace lost or damaged merchandise during the repair process with like or similar merchandise up to the stated valueThe process the explained on our repair tickets and agreed to with a signatureAs we have stated the stated value on your repair ticket was $which is more than double the purchase priceYou may select a new watch, but you are responsible for the price difference above $We cannot honor your request for a new watch at no additional charge above $
" Because you were not the original purchaser and the purchase occurred in 2013, we are unable to confirm what occurred during that transactionWe have no record of a complaint from you in that you were dissatisfied with your watch at that time
" You stated in your July 16th letter that you accepted the Visa Gift CardIn your note from July you returned the Visa gift card because it was not a credit on your CitiBank cardFor our customers' safety, we do not keep record of their credit card numbersTherefore, we cannot return the credit directly to your credit cardHowever, you can call your credit card company with the Visa Gift Card number for them to apply it as a credit to your accountWe are returning the Visa Gift card to you
If you prefer not to visit one of our stores for assistance with replacing your watch, you may call ahead to see if they have the watch you are interested in online available in stockIf the watch needs to be ordered in to the store, please provide the file number *** so that the store staff can have the order processed without the deposit neededAs previously stated, please bring copies of your letters for assistance when you visit our store to process the replacement
We apologize for your continuing dissatisfaction in this matter
Sincerely,
V*** C***
Resolution Specialist
cc: Revdex.com
Final Consumer Response /* (4200, 16, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company sent me a VISA card for the repair cost I incurredI returned the card 7/and request it be returned to my credit card company because they are not willing to or unable to replace my watch with a gold tone mother of pearl eco-driveI then sent them item numbers of watches I would accept as of yet, have not heard from themI feel if they want to resolve this issue is for them to make a phone call authorizing the selection of one of these watches without any additional cost to me

Initial Business Response /* (1000, 5, 2016/02/04) */
February 4,
Dear Mr***:
We appreciate the opportunity to respond to your concerns regarding the service from our companyWe have forwarded your service complaints to the district manager over the store and the supervisor of
the Customer Care representatives mentioned for reviewThey will investigate and take any needed remedial action necessary to prevent a reoccurrence
We reviewed your complaint regarding the puzzle ring you brought to us for solderingAccording to our records, two puzzle rings were brought to our store on December 30, for solderingWhen the rings arrived at our repair shop, one ring, which had been taped, was still togetherThis is the ring that our repair photo showed in one pieceUnfortunately, the pieces of the second ring came apart during shipping and our jewelers were unable to reassemble the puzzle
According to our repair shop notes, the store quoted the incorrect amount to have the rings solderedWhen you were contacted with the correct quote, you requested that the rings be returned without work done
We regret that a ring was returned to you unassembledAccording to our records, we have offered to reimburse you to have the ring reassembled and soldered by a jeweler of your choiceOnce you have a receipt or invoice showing the amount paid, please fax it to us at (330) 670-and we will mail you a check for the amount listed
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

Revdex.com received the following email from the consumer on 3/29/2017 From: Date: Wed, Mar 29, at 12:PMSubject: #To: Mr***After almost months trying to resolve this issue Kay finally sent computer generated email last night that order was returned to warehouseI checked my account
which reflected the balance still on account last eve. After receiving your email today I checked the balance once againIt reflects items returned but interest charge still on account I did an online chat just now and was told the account comments read "the return required signature is why they would not return it." For the record I requested they make sure it was noted I physically went in to store to stop/cancel orderI could have signed thenI also pointed out that computer generated email advising me that item arrived at their store notes "if not picked up in ***s it will be returned to warehouse." No where in fine print even did that email state customer "MUST" signThis store manager and associates made this shopping experience a pure nightmareI advised chat person that I never took possession of items shipped and she said she would rebate the interest charge and that my balance would reflect $tomorrowI thanked her for her timeIf this transaction goes through tomorrow as she stated my issue will be resolved.I am thoroughly appalled at Kay/Signet getting me to the point of having to file with Revdex.comI feel the store and associates handled this so unprofessionally.I discussed the issue of them not wanting to refund the EPP in my complaint but their corporate told store point blank they had to as it was policyThis particular branch may need corporate policies reiterated to them or many customers have in past and will be taken advantage of.I will follow up once account balance reflects $Thank you for your much needed help in resolving this issueYou work fast!Thanks, *** ***Sent from my iPhone